Telephony​/Unified Communications Engineer

Telephony / Unified Communications Engineer

We are seeking an experienced Telephony / Unified Communications Engineer with a strong background in Noble/Alvaria contact center platforms. This role is responsible for the design, implementation, administration, and support of our enterprise contact center technology stack, ensuring reliable and scalable communications across the organization. The engineer will play a critical role in managing Noble/Alvaria CX suite components such as inbound/outbound dialers, IVRs, CTI integrations, workforce management, and reporting.

• Platform Administration & Support
• Integration & Optimization
• Reliability & Operations
• Collaboration & Governance

• 3–5+ years of experience supporting enterprise telephony or contact center platforms.
• Understanding of dial plan analysis, call routing best practices, skills-based routing, CTI, PBX components and functions, Call Detail Reporting, and Workforce Management System.
• Experience working with call recording technology, and demonstrated working knowledge of ACD, automated attendant and IVR technology.
• Preferred knowledge of data networking;
  VoIP, QoS; SIP and protocol analysis.
• Preferred experience within cloud solutions
• Excellent systems analysis, troubleshooting skills and critical thinking skills.
• Excellent oral and written communication skills and interpersonal skills required.
• Required to obtain necessary telecommunication certifications held in a classroom setting
• Experience in managing vendors and/or people a plus

• Associate degree preferred, or an equivalent combination of education and experience in an IT environment and/or Call Center environment.
• Noble/Alvaria (CX Suite, WEM, Performance Center) experience a plus.
• Creates, follows, and updates process documentation as needed
• Experience with other UC/Contact Center platforms (Avaya Aura, Cisco UCCE, Genesys, Microsoft Teams voice).
• Mobile device management and support
• Scripting or automation skills (Power Shell, Python, SQL stored procedures).
• Knowledge of workforce optimization and speech analytics solutions.
• Design, analyze and implement projects utilizing voice and data carrier infrastructure
• Documents configuration and monitors various aspects of voice and data network
• Tracks performance metrics related to voice and data network
• Provide reporting on problem tickets and SLAs

• Strong problem-solving skills and ability to work independently in high-pressure situations.
• Excellent communication skills to interface with business stakeholders, operations teams, and leadership.
• Detail-oriented with strong documentation and process discipline.

Information technology at Liberator is highly dynamic. The Telecommunication Engineer is required to acquire and maintain a working knowledge of the Noble System environment. In order to develop and maintain this knowledge, the Telecommunications Engineer is required to attend regular meetings, business conferences and training activities.